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Frequently asked questions for

Which cities in the Nashville area are included?

Nashville, Forest Hills, Oak Hill, Berry Hill, Belle Meade

When will you start service?

We’re making progress by starting to connect a few apartments and condos in Nashville. To see if your building is on track to get Fiber, check our apartment finder. To stay updated on our progress in Nashville, check your address to join our list. You’ll be among the first to know when we’re coming to your area.

Are you planning on offering Google Fiber for Small Business when you launch?

Yes, Google Fiber will be available to both residents and small businesses in the areas of Nashville we serve.

What happens next?

We’re making great progress in Nashville, laying thousands of miles of brand-new, state-of-the-art fiber-optic cable. We’ll lay enough new fiber in the area to reach from here to Canada, and you may see our engineers and crews in your neighborhood for some time. You can learn more about our construction process here. While we’re building our brand-new network, we’ll also begin connecting a few buildings to help us get ready. Check your address to be among the first to know when we have more to share.

What is Fiber Phone?

Fiber Phone is a service that allows you to make and receive home phone calls using your Fiber Internet connection. With Fiber Phone you can use your existing number or choose a new one. You can add it to eligible Fiber plans for $10 per month (plus taxes and fees). It comes with everything you’d expect from a home phone, like caller ID, voicemail, affordable international rates and 911 service.

Who can sign up for Fiber Phone?

Fiber subscribers can add Fiber Phone to their plan for an additional $10/month (plus taxes and fees).

Can I make long distance calls with Fiber Phone?

Calls to the US and Canada are free, and international calls are charged at Google Voice’s affordable rates. Charges for international calls made from your home phone will be added to your monthly Fiber bill. International calls made from Hangouts either on your mobile device or desktop computer will require additional credits in Google Voice.

Can I use my existing home phone hardware with Fiber Phone?

Yes. Fiber Phone includes a conventional phone jack that’s compatible with nearly all home phones. Please note that rotary dial phones and some older push-button phones do not work with Fiber Phone.

Can I transfer my current home phone number to Fiber Phone?

You can keep your current number, or pick a new one. If you want to create a new number, just follow a simple transfer process during sign-up.

Will Fiber Phone work through a power outage?

No. Like most Voice over Internet Protocol services, Fiber Phone requires an Internet connection and power. Service will be unavailable during a power outage unless you set up a battery backup or Uninterruptible Power Supply (UPS) in your home. If you do purchase a UPS, make sure your FIber Phone Box and all of the required equipment from your Internet provider are plugged into the UPS.

Why do you have to do so much construction in the first place?

Google Fiber is building an entirely new network to bring high-speed Internet and crystal-clear television to your community. Because we are a new provider, we have to install brand new, state-of-the-art fiber optic infrastructure. To learn more about what it takes to build this network, check out our behind-the-scenes blog post here.

How long will you be constructing in my neighborhood/city?

We don’t have a specific timeframe to share, because the amount of time it will take to bring fiber to a particular area varies greatly, based on the size or the area, how we’re going to be bringing fiber there (aerial versus underground) and even the local soil type. Sometimes the timeline can also be a bit longer due to unforeseen issues (weather, access, equipment issues, etc.). However, we’re constantly striving to build more efficiently and quickly and hope to complete construction as soon as possible.

I didn’t sign up for Fiber - why are you on/near my property?

In order to bring Google Fiber to a new city, a whole lot of heavy lifting has to happen. Our carefully-crafted design plans require infrastructure to be built in the entire community, which sometimes requires us to access rights of way or easements that could fall next to or across your property.

What are easements and rights of way?

Easements and rights of way are certain rights to access and use public and private property. Some state and local laws authorize utilities and other service providers, like Google Fiber, to use rights of way and easements.

My yard is torn up after you constructed in my area - when will you fix it?

We know that construction can sometimes look very messy, but chances are the construction crews haven’t yet finished building in your neighborhood. Once construction is completed for your entire neighborhood, crews will come back through to restore your property. If construction work has been completed in your area and you notice that your property has yet to be restored, please give our construction inquiry line a call at 877-454-6959.

Why are you in my yard without my permission?

A lot of the network we build is placed within areas called easements or rights of way, which are often adjacent to or across private property. We work with the appropriate local authorities to obtain the rights to utilize these locations, just like other service providers (such as water and electric).

Will you move my flowers/potted plants/etc before you build in my yard?

Unfortunately, we are unable to move or to care for plants that are in an area where we need to build. Before construction crews come into your neighborhood to build our network, however, we will be sure to leave door hangers so that you have time to move your plants into a safe spot.

Do you notify me before coming onto my property?

Yes! We will leave door hangers before construction crews come to your neighborhood. Those door hangers also include our contact information should you have any questions or concerns during the construction process.

Do you do construction on the weekends?

Building a network is a lot of work, so you may see or hear construction crews working on weekends. Different ordinances and permitting requirements apply to different neighborhoods, so our ability to work in some areas on weekends is based on those regulations.

I think my water/power went out because of work you guys did! What can I do?

If you haven’t done so already, you should contact your power/water provider first to make sure your outage is addressed quickly. Please also give our construction support team a call at 877-454-6959.

How can I talk to someone about issues related to the construction process?

If you have any concerns whatsoever during the construction process, feel free to reach out to our construction support team at 877-454-6959.

Does Google Fiber have a small business product?

Yes, Google Fiber offers three super fast Internet plans for small businesses in all its Fiber cities.

What is a gigabit?

One gigabit per second (Gbps) is a 1,000 megabits per second (Mbps) connection.

Are there any data caps on my Internet connection?

No way! We want you to get the most from your Internet connection. There are no caps or limits to the amount of data you can send or receive.

Are there any service contracts? Do I need to keep my plan for a certain amount of time?

There are no service contracts. You can change your plan at any time at no cost. After all, if your needs change you should be able to have your service change with it.

What is the Early Access program?

We’ve launched the Early Access program to allow select businesses to be among the first to get Google Fiber for Small Business. During Early Access, pricing is guaranteed for one year. While not every business will be eligible at this time, we plan to expand the program as we learn and grow. Learn more at google.com/fiber/smallbusiness.

Can my business sign up for Google Fiber?

To see if your business can sign up for Fiber, check your commerical address at google.com/fiber/smallbusiness. Please note that a site survey may be needed to determine whether we can bring Fiber to your location.

My address is not eligible. When will Google Fiber be available for my business?

We’re just getting started, so the Early Access program is limited right now. We plan to expand as we learn and grow. We’re keeping track of areas with high interest — you can indicate your interest by signing up for email notifications after you check your address.

My address currently cannot get Fiber. When will it be available for my business?

We’re just getting started, but we’re opening to new areas on an ongoing basis. To stay updated on our progress, be sure to check your business address at google.com/fiber/smallbusiness.

I just signed up. What happens next?

Getting Fiber may be a little different depending on whether your business is in a single unit or a multi-tenant building. For more details, please visit our Help Center.

What if I need to cancel?

Although we would hate to see you go, you can cancel your service at any time by giving us a call at (855) 418-8326. You will need to return your equipment to your local Fiber Space. There are no cancellation fees.

What payment options do I have?

To pay your Fiber bill, we accept credit and debit cards with a Visa®, American Express®, Discover®, or MasterCard® logo, or automatic bank account withdrawal. We do not accept cash or checks. Please note that your $10 sign-up deposit must be paid with a credit or debit card.

Can I use my own router?

Yes. If you’re using your own router, please make sure that it fits these recommended specifications. Please note that the Google Fiber support team will not be able to support routers manufactured by third parties.

If you choose to add 5 or 13 static IPs to your service, you must use your own router. If you choose to add 1 or no static IPs, you can choose to use your own router, but it is not necessary. Your plan already includes a Network Box that can serve as your router. For more information, please visit our Help Center.

How many static IP addresses can I have?

When you sign up for Google Fiber for Small Business, you can choose to have no static IP addresses (that is, dynamic IPs), 1 static IP, 5 static IP addresses or 13 static IP addresses. If you sign up for 1, 5, or 13 static IP addresses, your confirmation email will include the IP addresses assigned to your account. To figure out what type of IP address is best for your business and how many you need, take a look at this article on our Help Center.

You have completed the site survey at my business. When am I going to get installed?

We’re working as quickly as possible to bring Google Fiber to your business. We’re still evaluating the results of the site survey but we don’t yet have a specific timeframe for your installation.

I’d like to sign up, but I feel I need help to get the most out of Google Fiber. Do you offer managed IT services?

You can find a Google Fiber Tech Partner for your business. Tech Partners can assist with everything from data security to cloud computing to setting up Internet and Wi-Fi networks. They are knowledgeable about Fiber products and services and can help small businesses make the most of their super fast Internet connection. Visit google.com/fiber/techpartner to learn more.

Call us

Open 24/7

Residential customers

(844) 36-FIBER

Business customers

(844) 36-FIBER

Construction inquiries

(877) 454-6959

Service not available in all areas.